ISO20000-1 ISO 20000-1 ISO/IEC 20000-1:2011 SMS Requirements
ISO/IEC 20000-1:2011 supersedes ISO/IEC 20000-1:2005
ISO/IEC 20000-1:2011 specifies the requirements for a service management system (SMS). It details requirements for the service provider to:
- Plan,
- Establish,
- Implement,
- Operate,
- Monitor,
- Review,
- Maintain and improve an SMS
The requirements within the standard include the design, transition, delivery and improvement of services to meet agreed service requirements. ISO/IEC 20000-1:2011 can be used by:
- An organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled
- An organization that requires a consistent approach by all its service providers, including those in a supply chain
- A service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements
- A service provider to monitor, measure and review its service management processes and services
- A service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS
- An assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in ISO/IEC 20000-1:2011
About the Updates:
ISO/IEC 20000-1 has been updated to reflect the latest in best practice for service management. Updates include:
- An expanded introduction, additional requirements and updated definitions section The standard has a new title Service management -- Part 1: Service Management System Requirements
- Closer alignment with ISO 9001 QMS requirements and ISO/IEC 27001 ISMS requirements
- Sections 3 & 4 of the standard have been merged into one section called Service Management General Requirements
- New requirements for the management of new or changed services have been added
- A refinement of the scope of the SMS and the oversight (governance) process managed by other organizations
- The plan-do-check-act (PDCA) cycle has been integrated into this version of the standard
- Problem Management and Incident Management processes have been aligned with ITIL®v3
- More refined document and record control requirements
- Revised and more in-depth requirements on supplier contracts
- Added requirements on budgeting and accounting
Key Features and Benefits:
- This standard specifies the requirements for an SMS. This standard will help you develop, implement, establish an SMS.
- This standard is generic, it can be applied anywhere in the world no matter the size, type or location of the organization. Making it widely applicable.
- Updated to reflect the latest in industry best practice, making this one of the most up-to-date source of IT service management information.
Please Note: We will supply either the BS or other national adoptions of ISO/IEC 20000-1. All of which contain exactly the same content.
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